Technical Operations Manager

Job Introduction

Are you looking for a new challenge that gives you the chance to get creative and use your knowledge of Customer Service to take Customer Experience at Selfridges to the next level?  Looking for a company that wants to help further your career as well as provide you with an exciting, inspiring and fun place to work?   

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for!  

Role Responsibility

As a Technical Operations Manager, you will be part of a team managing, co-ordinating and delivering key services across different systems that are vital to the success of Selfridges. You will be responsible for maintaining and managing a vast portfolio of products and services across multiple 3rd Parties, building relationships with key individuals across the business and IT functions to help drive service improvements and ensure that areas are working together in a consistent and trusted way of working.

As a Technical Operations Manager, you will:

•Be responsible for managing escalations from the business and IT Departments, helping to prioritise these against current workload and help to manage expectations on a daily basis.

•Be Accountable for helping to manage problem backlogs that require development fixes, ensuring the priorities are constantly reviewed against the business and customer impact, managing expectations where needed and linking up with the Service desk to assess Incident impact to problems.

•Responsible for managing and coordinating forward schedule of change across both internal IT teams and 3rd Parties within your Domain, understanding the wider impact to not just your area but within other domains as well and managing key stakeholder updates for any changes that may carry a high Business/Customer impact.

•Responsible for prioritizing and owning request actions that carry a high impact, such as those off the back of a security audit, or for data requests.

•Helping to support Major incidents across the domain, owning communication updates to key stakeholders and continual service improvements plans/action in the MI review process, and having a good working knowledge of the applications and processes within your domain.

•Guardian for Service Assurance and accountable for reviewing service across your domain and other domains that impact your services.  Ensuring 3rd parties across your domain are working to the same standard and hitting SLA’s/KPI’s and putting into place a SIP if needed, including 3rd party monitoring and alerting.  Reviewing Suppliers contracts to ensure they are up to date and relevant and manage the Purchase order processes for renewals.

•Contributing to project or pipeline work that will impact your domain.  Ensuring Service engagement is happening from an early start and challenging where necessary to ensure support services and teams are being protected and handovers are being planned in advance, as well as ensuring adequate monitoring and alerting is in place, and exit criteria is met.

•Responsible and accountable for managing and advertising upcoming system upgrades, ensuring this is being planned for and budgeted for yearly, engaging with key stakeholders to ensure plans are understood and timelines are clear.

•Supporting and Managing both Technical debt and Risk register actions, ensuring impact is properly understood and where appropriate advertised to the right teams if needed.

•Supporting and  key trading activity or events to ensure a smooth service and participating in a Duty Manager on call Rota who is a point of escalation out of hours and over the weekend.

The Ideal Candidate

•Have experience and working knowledge in the digital world and digital systems.

•Tenacious and demonstrate a good level of attention to detail with a can do approach.

•Not afraid to take ownership and build relationships with key stakeholders.

•Ability to stay clam under pressure while coming across proactive in communication.

•Able to multitask, show flexibility and prioritise your own workload through excellent planning and organisational skills.

•Able to communicate technical / complex issues in a clear way that is easy to understand to Stakeholders that are not technically minded.

•Creative, not afraid to step out and make your mark, change things for the better.

•Able to manage your time effectively.

•Technically minded, and easily understand complex architecture.

•Project Management skills, being able to deliver on time and to budget.

•Familiar with running your own budget and identifying areas to cut costs.

•Think customer first at all times, and be the friendly face into IT

•Leading by example by living out our values here at Selfridges.

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business

About the Company

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

Our Awards Cabinet 

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times.

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

• Generous bonus and/or commission scheme 
• Discounted gym memberships 
• Pension contributions  
• Annual travel pass and cycle to work schemes 
• Up to five paid volunteering days
• Access to a wide range of training programmes to help your career development

Selfridges